Customer Sevices Specialist

Identify customer needs and help customers use features and services

Take ownership of customer inquiries through designated communication channels (live chat, email, phone, etc.)

Follow up with customers to ensure their concerns, including technical issues, are properly resolved

Escalate issues with unknown root causes to Product/Service Specialists for resolution, root-cause analysis, and preventive actions while maintaining communication with stakeholders

Ensure SLA requirements for responsive service are met for every customer

Perform proactive tasks to improve the overall service experience

Maintain and update SOPs, FAQs, policies, and technical information related to customer service

Review issues in production and provide recommendations (e.g., testing scenarios or impersonating users)

Collect customer feedback and share insights with related teams to improve products and services

Occasionally assist in training new customer support agents

Bachelor’s degree in any field

A customer-centric mindset

Good command of written and spoken Thai/English

Excellent communication, explanation skills, and attention to detail with a can-do attitude

Ability to prioritize and manage multiple responsibilities

Flexible working hours and ability to work on shifts and holidays